1. Issue: Staff knowledge is not being accumulated.
SakuSaku Mail is a BPO company that responds quickly to email inquiries on behalf of client companies.
The current inquiry handling process restricts input to assigned representatives and supervisors, limiting knowledge sharing from similar cases and insights from other departments. This lack of broader staff involvement results in delayed decision-making for complex issues and reduced response efficiency.
2. Solution: Share inquiry content in the internal chat
The Process-owner decided to incorporate the ability to post to the internal chat tool “Collab Chat” into the current process.
Specifically, a step will be added to the workflow that will automatically post the content of the email inquiry, its urgency, a brief summary, and a draft response to the company-wide chat.
Knowledgeable staff members can offer advice through chat comments, making it easier for inquiry representatives to gain new perspectives and receive advice based on past experiences from other staff members.
Before :
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- Process starts upon email arrival
- 50-character summary by AI agent
- Email content is summarized
- Urgency assessment by AI agent
- Draft reply by AI agent
- Branching
- If urgency is level A, a notification email is sent to the Supervisor
- 1.Create reply message
- Send reply email
- Request review from Supervisor (SV)
- Draft reply by AI agent
- Send email
After :
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- Process starts upon email arrival
- 50-character summary by AI agent
- Email content is summarized
- Urgency assessment by AI agent
- Draft reply by AI agent
- Post to CollabChat
- Branching
- If urgency is level A, a notification email is sent to the Supervisor
- 1.Create reply message
- Send reply email
- Request review from Supervisor (SV)
- Draft reply by AI agent
- Send email
Compare Before/After
3. Effects
- Consolidation of collective knowledge via chat
- Sharing information throughout the company has made it easier to gather knowledge from diverse perspectives.
- Promoting communication among staff
- This led to more active exchange of opinions and advice among staff members, which in turn led to more active daily communication.
- Improved speed and quality of response
- Complex inquiries can now be handled quickly and appropriately, improving client satisfaction.
4. Operations that can be expanded laterally
- Handling inquiries from other channels
- This approach can be applied to handling inquiries through multiple channels, such as phone, chatbots, and social media, enabling fast responses based on collective knowledge.
- Internal FAQ and knowledge management
- By accumulating the knowledge gathered among staff members and utilizing it in creating FAQs and manuals, we can promote standardization and efficiency in responding to inquiries.
- Complaint and trouble handling
- Even in cases where complaints or disputes are complex and difficult to judge, this system can be used to consolidate diverse opinions and past cases and make quick and appropriate decisions.
Proposal Sample